TripAdvisor Traveler Rating

The resort was and the service was fantastic. We stayed in the Family Select section and the pool staff went above and beyond. Our pool staff including, Jorge Melo, Edit, Victor at the bar were always ready to help us and went above and beyond. Armando at the Nest restaurant made sure our kids were always accommodated with anything they needed. The entire resort staff took extra effort to make sure my wife who is celiac had lots of options at all the restaurants and even went out of their way to make food for her if the menus didn’t have things she could eat. Adrian and Eduardo our butlers worked non-stop to keep our stay a 5 star experience and even provided our son a special bubble bath with balloons and chocolate on our last day. We will definitely be back with the kids and even just me and my wife - solo.

Wait staff was amazing! Very helpful. Very professional. There were so extremely kind and we had so much fun working with them every single day. They set up our towels and our chairs and got a strings and just treated us as if we were family. We loved it.

We are here now. Building 13. First day. I read all the good reviews and bad as well, good ones overtook so we booked it. Booked it with a highest membership level. Now, this whole day, is absolutely not acceptable. 1. At the check in, tried to give us wrong bracelets to be lower level that we are. 2. At the oriental session where we booked everything ( excursions which are included with our package explanation etc) woman said: Im not giving you excursion since your kids are too young. They ASSUMED we don't need excursion but never ASKED is we want to go with one.if the kids or no. Very rudely. 2. Tried to book a restaurant with our concierge, guess what, no restaurant for us since they don't have a place, but hotel is half empty. 3. Sending us from PTC lobby to the building concierge and he is on the other way sent us to main lobby to reserve the restaurants for the rest of the days. 4. My husband and my older one asked a bell boy to drive him from our building since he was there already, to the kids club since my husband didnt know where it's located, he took the card where it says "check in - check out" and put it in my husband face like he doesn't see it. Very Rudely! And said you don't see it? Like what!? We came here to experience for out own money all this humiliation. Wow. Didn't expect that for the money we paid, we will still have lots of bad experience on vacation. We still have 9 days ahead, wish a Us luck, and PLASE STAY AWAY AND GO ELSEWHERE

Great time great place. Big resort with a lot to do. Nice variety of food, staff very nice and friendly. No issues with any request. Our server at the Isla Bianca - Diana was fantastic.

Hard to write this one. This place can be really good and then really bad all at once and in the same day. I understand an hotel with some many weddings going on. But to host weddings right next to the family section is beyond stupidity and not caring about hotel guests. Of course hotel management couldn't care less because this has been going on for years. I guess other guests like myself complain from time to time... easier to get the wedding money and just ignore families who can't sleep.